Sr. Director, Service Experience - job 13 of 24

The primary responsibilities of the Sr. Director, Service Experience at Client Services include overseeing the client service experience across the Growth Products and Data Products portfolios. This involves crafting onboarding processes, establishing service level agreements, and creating optimization strategies to ensure operational excellence. Additionally, the role requires regular collaboration with regional teams to align processes and address customer feedback, all geared towards exceeding client expectations.

To be considered for the Sr. Director, Service Experience position at Client Services, candidates typically need a robust background in client services, product management, or operational excellence, along with leadership experience. A proven track record in managing service experiences, strong communication skills, and the ability to collaborate with diverse teams are essential qualifications.

The Sr. Director, Service Experience ensures client satisfaction by meticulously mapping the service journey from pre-sales to product activation, implementing standard service metrics, and developing effective support strategies. This proactive approach minimizes escalations and maximizes service quality, enabling the team to exceed client expectations consistently.

The Sr. Director, Service Experience at Client Services must build strong partnerships with Global Product, Technology teams, and regional Client Services teams. These collaborations enhance the alignment of service strategies and contribute to seamless operational execution, ultimately leading to improved client satisfaction.

To understand client needs as the Sr. Director, Service Experience, one effective strategy would be to facilitate regular feedback sessions with clients and Client Services teams. This could involve surveys, interviews, and direct interactions to gather insights and adjust service offerings accordingly.

In such a situation, transparency is key. It's important to communicate openly with the clients about what is feasible while also working to manage their expectations. Collaborating with your team to brainstorm solutions and potentially elevate your service offerings can also be an effective approach.

When asked about previous improvements, focus on specific metrics that demonstrate enhancement in client satisfaction, such as reduced response times or increased satisfaction scores, and describe the steps taken to achieve these results.

Data plays a crucial role in driving informed decisions. As the Sr. Director, I would analyze service metrics, client feedback, and operational data to identify trends, uncover challenges, and develop strategies that align with our business objectives and client needs.

To prioritize multiple initiatives, I would evaluate each project's potential impact on client satisfaction and the overall business objectives, along with resource availability. Utilizing a structured approach like the Eisenhower Matrix can help in determining urgency and importance.

Creating a high-performing team involves setting clear goals, empowering individuals through training, fostering a culture of communication, and recognizing achievements. Regular team meetings to discuss progress and strategic alignment can also enhance team dynamics.

Optimizing operational processes requires a thorough mapping of existing workflows. Engaging with regional teams to identify pain points and best practices helps create standardized processes that enhance efficiency while addressing localized challenges.

My approach to managing SLAs would include regular performance reviews against predefined metrics, encouraging feedback from both clients and team members, and making necessary adjustments to meet evolving client needs.

An ideal relationship with other departments involves ongoing collaboration, clear communication, and alignment on client expectations and product offerings. Joint meetings to discuss goals and strategies can help foster a supportive work environment.

Leveraging customer feedback can enhance service experience by systematically capturing insights through surveys and follow-up communications. Analyzing this feedback allows for proactive adjustments to improve service quality and address any areas of concern.